CHRS Knowledge Base

AM Troubleshooting Guide

Updated on

The purpose of this document is to assist campus users with troubleshooting items that arise in AM. 

Absence Request 

Employee receives an email that the absence submitted has been approved, but they did not submit

In AM, approvers can submit a request on behalf of an employee. When that request is fully approved the employee will receive an email notification. If the employee reports that they did not submit the request and it should not have been approved, begin by identifying who submitted the request. This can be done by having the employee provide a screenshot of the approval in question by going to their Employee Self Service > CSU Time Tile > View Request 

  • If the request shows "Manager Absence Request" then their manager submitted the request on their behalf and confirming with the manager would be next steps.
  • If the request does not show "Manager Absence Request", this indicates the employee submitted the absence.
View Requests of Absence submitted or approved
Employee receives message "An Absence already exists with the same Start and/or End dates. Please modify your Start and/or End dates" when submitting an absence. 

This message normally appears because an absence already exists for those date(s). To verify the absence does exists, the appropriate administrator should complete the following steps:

  1. Navigate to the Absence Event page
    • Navigation: Menu > Global Payroll & Absence Mgmt > Payee Data > Maintain Absences > Absence Event
  2. Enter the employees ID in the search section.
  3. Once the results appear, look for the date(s) the message indicated already existed.
  4. When the absence already submitted for the same date(s) has been located, communicate to the employee.
    • If the employee needs to modify the absence submitted, they will need to first cancel and then resubmit.
    • The employee can view their submitted absences by going to their Employee Self Service > CSU Time Tile > View Request. They should come across an absence already submitted for the same date(s).

If an absence cannot be located for the same date(s), a ServiceNow ticket is required. 

Employee cannot locate an absence that has been submitted.

If any employee cannot find an absence that has been submitted, the appropriate administrator should complete the following steps:

  1. Navigate to the Absence Event page
    • Navigation: Menu > Global Payroll & Absence Mgmt > Payee Data > Maintain Absences > Absence Event
  2. Enter the employees ID in the search section.
  3. Once the results appear, look for the date(s) the employee claims to have submitted the absence for.
    1. If the request cannot be located, the employee should submit again.
    2. If the request can be located, but has a has a blank workflow status, then select “-“ (minus) on the right-hand side of the identified row to delete and have the employee submit the absence again.
    3. If the request can be located and the workflow status is is populated, meet with the employee. 
Employee receives a Forecasting error when trying to submit absence

This can occur for various reasons, before submitting a ServiceNow ticket review the following: 

Does the employee have enough accrued for the absence being submitted?

Begin by reviewing the employees balance's for the request being submitted. If the employee does NOT have enough balance for the requested absence, this will explain why the Forecasting error occurred. 

  • Use the Results by Calendar Group page to review the employees balances
    • Navigation: Menu > Global Payroll & Absence Mgmt > Absence and Payroll Processing 
Is there a Forecast Messages?

Use the Forecasting Message tab under Absence Event to determine if a message generated during the Forecasting process. If an error did occur then it could explain why the employee experienced issues. 

Navigation: Menu > Global Payroll & Absence Mgmt > Payee Data > Maintain Absences > Absence Event > Forecast Messages

Has a retro trigger been initiated and left unprocessed?

This can be determined by running a private query using the GP_RTO_TRGR - Retro Triggers table. If a retro trigger has been initiated and left unprocessed, a ServiceNow ticket will need to be submitted requesting for the retro trigger to be canceled. 

Be very clear when submitting the ticket that a retro trigger needs to be canceled. 

Absence Approval

Employee has a blank workflow status on the Absence Event page

There are occasions when an employee "submits" an absence request, that an error will occur resulting the request to have a blank workflow status on the Absence Event page. When this occurs, the appropriate administrator should select “-“ (minus) on the right-hand side of the identified row to delete.

Campuses do not need to monitor for absences having a blank workflow status on the Absence Event page. However, the query CHRS_AM_ABS_EVENT is available for campuses that would like to.

Approver is unable to see the requested absence 

This issue can arise for several reasons. Before submitting a ServiceNow ticket, please confirm the following:

Secuirty 

Confirm that the approver has

  • AM Secuirty Roles
  • Accurate Row Level Security
  • Is the "Report To" for the employee who submitted the absence
Multi Campus

Identify if the approver has other campus association using CSU ID Search. As Absence Management is using the PeopleSoft delivered AWE functionality which does not account for an employee or managers having multiple OPRID. The delivered functionality only looks for the OPRID with the lowest alpha numeric number which is causing the absence request to route to the managers account that has the OPRID with the lowest alpha numeric number.

If the approver does have other campus association, it is possible that the transaction routed incorrectly. Run the CSU_AM_ROUTE_WRONG_EMAIL query to confirm if the approver appears. If the approver appears, the workflow administrator can reroute the request to the correct OPRID. 

Job Aid: Reroute Absence and Time Approvals Transactions 

Balance Details

State Service Sum incorrect for Multi-Campus Employee 

Employees that work at multiple campuses, should have their State Service Sum appear calculated correctly. However in some cases, conversion is unable to successfully calculate the value. When this occurs, the conversion team will provide an audit indicating the multi-campus employees impacted to the converted campuses. The campuses already in production, will have to refer to the employees State Service Sum for the previous month, to determine if the incorrect amount is due to new campuses implementing. 

 The steps for campus to resolve, is to:

  1. Identify what the correct value is for the employee at the recently converted campus
  2. Identify the other campuses that employee is associated with using CSU ID Search
  3. Contact the other campus the employee is associated with and discuss the value that the employee should have with that campus
  4. Work together to make the adjustment for the employee

Delegation 

A delegation request was submitted and the Proxy can no longer accept the request

Job Aid: Pending

Unfortunately there is a known Oracle Bug with Delegations, that will remain in CHRS until all campuses are live and PUM updates can occur. To resolve, the appropriate administrator should complete the following steps:

  1. Navigate to the Administer Delegation page
    • Navigation: Menu > Workforce Administration > Self Service Transactions > Approvals and Delegation > Administer Delegation
  2. In the Selection Criteria, enter the Proxys EMPL ID
  3. Press "search"
  4. In the results, toggle to the Request Details tab.
  5. Confirm the delegation request has a Delegation Status of "Inactive".
    • If status appears as "active" then additional troubleshooting will be required as the delegation request has been already approved.
  6. Navigate to Monitor Approvals page
    • Navigate: Menu > Enterprise Components > Approvals > Approvals > Monitor Approvals
  7. In the Search Criteria, select "Delegation" in the Approval Process field and enter the EMPL ID of the employee requesting the delegation in the Requester field.
  8. Press "search"
  9. Use the Search result filters to further refine the search scope and select the delegation approval request that is pending approval.
  10. A detailed screen will appear titled "Monitor Approvals"
  11. Review the information and press "Approve"
  12. Return to the Administer Delegation page
    • Navigation: Menu > Workforce Administration > Self Service Transactions > Approvals and Delegation > Administer Delegation
  13. In the Selection Criteria, enter the Proxys EMPL ID
  14. Press "search"
  15. Review the results to confirm the delegation request has a Delegation Status of "Active"

On the Administer Delegation a Delegation Status of 

  • Inactive -  means that the request has not previously been approved and is not currently an active delegation
  • Active-  means that the request has been approved and is currently an active delegation.

No Leave Taken (NLT)

Approver is receiving an email stating "An error occurred while processing this request" when they should not be.

In AM, when an error occurs for NLT an email is generated to a group of users notifying them about the error. The email notification is based on the those who have role CHR_AM_NLT_Administrator. Remove the role from their User Profile to stop them from receiving the email communication. 

What are some reasons for receiving an email stating "An error occurred while processing this request"

The email notification can occur for various reasons, such as 

  • NLT has already been submitted
  • The approver for the request cannot be identified
  • The employee that attempted to submit NTL is not eligible (i.e. Student Employee) 
What steps should be taken after receiving an email stating "An error occurred while processing this request"

Begin by reviewing the email and the details provided. 

Notifications

Absence Request Sent to Wrong Email

This issue can arise for several reasons. Before submitting a ServiceNow ticket, please confirm the following:

Accurate Email

On occasions the BUSN email, located in the User Profile, can be updated through integration between CS and CHRS. Unless the campus is continuously monitoring BUSN email updates through a private query, campuses have no knowledge of the update. Therefore, it is important to make sure the email in the User Profile is accurate for the approver receiving the email.

If the email BUSN email, located in the User Profile, is incorrect work with the correct campus administrator to make the correction in CS. 

Multi Campus

Identify if the employee has other campus association using CSU ID Search. As Absence Management is using the PeopleSoft delivered AWE functionality which does not account for an employee having multiple OPRID. The delivered email functionality only looks for the BUSN email associated with the OPRID with the lowest alpha numeric number. This is occuring for employees and managers. 

If the employee does have other campus association, this will explain why the email is routing incorrectly. Run the CSU_AM_ROUTE_WRONG_EMAIL query to confirm if the approver appears. If the approver appears, the workflow administrator can reroute the request to the correct OPRID. 

Job Aid: Reroute Absence and Time Approvals Transactions 

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